Professional Application Support

What you will do

The Professional Application Support role performs essential analytical, technical, and administrative work to support local end-users, remote end-users, and production lines. Utilizing global processes and tools, the analyst strives for total end-user satisfaction by possessing exceptional customer service skills, and a strong commitment to working as a unified team.

Core Responsibilities

• User Support & Single Point of Contact: Function as the sole point of contact to support all company dealer and fleet users in utilizing the applications and infrastructure provided by the internal Information Technology department or its partners.
• Case Management & Tracking: Ensure that all problems and requests are logged and tracked in the Case Management system correctly and accurately.
• Incident Resolution & Escalation: Resolve incidents, escalate where necessary, and follow up on all open cases.
• Technical Troubleshooting: Troubleshoot technical issues using personal skills, knowledge base, vendor literature, and communication with team members.
• Application Testing & Rollouts: Participate in new application rollouts to test and learn applications.
• Process Improvement Feedback: Provide feedback to development teams, solution leaders, and the infrastructure partners on how the user experience can be improved.
• Performance & Key Performance Indicator Adherence: Work with other support desk agents to exceed the local and global Key Performance Indicators established for the support desk center.
• Knowledge Management & Documentation: Develop detailed documentation and procedures to be added to the Knowledgebase system.
• Administrative Functions: Perform administrative functions for the Service Desk such as surveys, incident reports, software distribution, etc.
• Project Participation: Participate in both regional and global projects.

Who are you?

Do you dream big? We do too, and we are excited to grow together. In this role, you will bring: 

• Demonstrated ability to provide excellent customer service, ensuring positive interactions and effective support for all end-users.Communication Proficiency: Excellent written and oral communication skills are essential for clear documentation, user instruction, and team collaboration.
• Strong organizational skills to manage multiple incidents, tasks, and projects simultaneously and efficiently.Interpersonal Effectiveness: Strong interpersonal skills to work effectively with diverse users and team members in a professional environment.
• Solid understanding and working knowledge of the Microsoft environment (operating systems, applications, etc.).
• Solid understanding of Transfer Control Protocol/Internet Protocol and general networking principles for effective troubleshooting.
• A strong desire to learn new technologies and contribute as an integral part of a collaborative team.
• Strong analytical ability to troubleshoot and diagnose complex technical problems efficiently. 
• A two- or four-year degree in Computer Science or equivalent technical training.
• A minimum of two years of professional experience in Information Technology customer support roles.

Ready for the next move?

Are you excited to bring your skills and disruptive ideas to the table? We can’t wait to hear from you. Apply today!